Regional IT Support Analyst Resume

SUMMARY

A skilled, results - driven IT professional with 15+ years of experience in technical support, quality control, and customer service. A proven record of consultation, analysis, project implementation, IT domain support, and system/ infrastructure maintenance across corporate business units. Expertise in complex migrations, process improvement, policy compliance, and technical collaboration with internal teams/vendors/project stakeholders.

TECHNICAL SKILLS

Operating Systems: MS DOS 6.22, OS/2, Novell NetWare 3.1x, 4x and 5.0, Windows 95/ 98, Windows NT 3.51 and 4.0, Windows 2003-2012 Server, Windows XP and Windows 7-10

Hardware: HP Laptops (2540, 8400’s, 840, 820’s, X360,s), HP Vectra Desktops, HP Elitedesk Desktops, Dell Dimension Desktops & Latitude Laptops, Dell Poweredge 2600 & 2400 Servers, ThinkPad 700 & 600 Series Laptops, HP Laser Printers, Palm Pilots and Treo’s, Blackberry 7200 and 8100’s, iPhones, Window’s Phones and Epson LCD Projectors.

Software: Office 2000, 2003, 2007, 2010, 2013 and Office 365 includes Teams, One Drive for Business and Skype for Business, Microsoft Visio 2013, Backup Exec 9.0 & 11, Blackberry, iPhone platforms, BrightStor ARCserve Backup for Windows ver. 11.1, Veritas Backup Exec, EPolicy Orchestrator 4.6.1, Mcafee Virus Scan Enterprises 5.7, SCCM Endpoint Manager, Intellisync Mobile Suite 5.5, SMS (System Management Server version 2.0, Cisco VPN 5.7, VMWare Horizon Client 4.2, Dell Data Protection 8.7, IBM Notes 10, Concord Fax Cloud Software, Rightfax Client 9.4, HP JetAdmin 3.4, WinZip 11.0, FastTax, CorpInternational and CorpTax, Novell GroupWise, Exchange 2000, Symantec AntiVirus 10.1, Archibus 14, Adobe Acrobat Pro DC, Clarify 10.0, Remedy 8.0, ManageNow, Infra Enterprise 8.0, ServiceNow, Symantec Ghost Server 8.0 and 11.5.

Active Knowledge: TCP/IP, IPX, SPX, Token Ring, SMTP protocols

PROFESSIONAL EXPERIENCE

Confidential

Regional IT Support Analyst

Responsibilities:

Administered user accounts, groups, and devices using Active Directory and NETIQ and supported remote users through Cisco VPN leveraging SCCM Endpoint Manager, Remote Desktop, Skype, Teams, and Dameware.
Collaborated with Tier III support on trouble tickets and maintained network infrastructure, including workstations, servers, and printers, serving as the primary Point-of-Contact (POC) for the Washington D.C. and Wilmington offices.
Installed new laptops and desktops for new hires using ISO Images and performed Workstation Preservation Process (WPP) backups for workstations of terminated clients using Symantec Ghost version 11.
Configured/troubleshot network nodes, installed/configured AirWatch MDM, tracked active PC usage, and generated various reports using Lansweeper.
Performed incremental and differential backups for the Washington D.C. office using Veritas Backup Exec.
Migrated 60 Windows 10 (1803) workstations to Windows 10 (1909), including conversion to Office 365 and OneDrive solutions, for the Washington D.C. and Wilmington offices.
Managed ServiceNow trouble ticket requests resolving issues spanning ~48 Service-Level Agreements (SLA).
Conducted A/V conferences, including slide presentations and meetings, using Cisco WebEx and Skype for Business.
Led special projects involving hardware re-configurations, streamlining/executing PC removal from the network, and installing/uninstalling software on workstations.

Confidential

Computer Technologist

Responsibilities:

Managed technical issue submissions log and web-based helpdesk applications for mobile devices, including Blackberries and PDAs, serving as technical POC.
Set up user accounts, configured/troubleshot network nodes for users, and installed laptops/desktops for new hires.
Served on the office’s Windows XP migration team.

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